Overview of New Behind the Blackboard for Blackboard
Overview of New Behind the Blackboard for Blackboard Customers APRIL 2012 TM
Forward-Looking Statements regarding our product development initiatives, including new products and future product upgrades, updates or enhancements represent our current intentions, but may be modified, delayed or abandoned without prior notice and there is no assurance that such offering, upgrades, updates or functionality will become available unless and until they have been made generally available to our customers. 2
Goals • Understand goals for redesign of Behind the Blackboard™ (Bt. Bb) • Become familiar with new and updated Bt. Bb functionality (knowledge search, access to community resources, case management) • Understand where you can find additional resources regarding the new Bt. Bb 3
Topics • • Bt. Bb Re-design Background Design Fundamentals Account Settings Self Service Community Resources Case Management Student and Faculty (Public) Access Troubleshooting and Resources 4
Background
What is Behind the Blackboard ®? • • Blackboard’s case management and knowledge base repository for Learn (Bb Learn, ANGEL, CE/Vista) and Transact clients Where Blackboard system administrators: • • Find support Download software Obtain reference materials Manage their Blackboard account 6
Why Re-design? 7
What We’re Striving For • Updated Behind the Blackboard delivers new level of customer CARE: • • Comprehensive access to resources Ability to find what you need Relevant information tied to you Easy to use and navigate 8
Customer Involvement in Bt. Bb Design Focus Group Usability Testing Suggestion Squad/ Sandbox Over 200 customers actively participated in helping design, validate and test the new Bt. Bb Pilot 9
Design Fundamentals
Home Page: Three Tiers of “Help” 1 2 3 11
Home Page: What’s New Ability to select a specific product to get all articles relevant a product Recently published Support Bulletins, Product Updates, Latest Articles and Announcements appear in the “What’s New” area 12
Home Page: Managed Hosting Features Access to Insight Report and Managed Hosting Links Resources link visible only to MH customers 13
Home Page: Xythos Customers can view the Xythos portal by using this drop down and selecting “Xythos” Only 4 links are visible in the Self Service section for customers on the Xythos-only view of the portal Only 2 links are visible in the Community Resources section for customers on the Xythos-only view of the portal 14
Home Page: Transact Customers can view the Transact portal (old Bt. Bb) by using this drop down and selecting “Transact” 15
Header, Footer and Navigation HEADER FOOTER Standard header is visible across all Bt. Bb pages. Ability to search knowledge base on every page Footer includes many more useful resources outside of Bt. Bb. 16
Account Settings
My Account Ability to select a variety of settings 18
My Profile Ability to edit the information required to access Bt. Bb Ability to edit all of these fields Ability to select a “Default Product” to show you content related to your system of interest 19
My Institution Ability to select the specific institution that the user is associated with Ability to update current information about an institution’s help desk allows Bb to re-direct end users who call Bb List of all environments and ability to nickname them; MH customers will have environment information autopopulated Others from the institution who have access to Bt. Bb 20
My Subscriptions Ability to subscribe to different types of notification for your product of interest 21
Self-Service
Self Service – Knowledge Base Ability to search knowledge base on every page All categories link to KB Search 23
Self Service – Search Results Clicking on “Documentation” from the Home Page renders a Knowledge Base search of available documentation 24
Self Service – Multiple Search filters are listed at the top of your screen. Click the “x” to remove a filter. Ability to perform searches against multiple article type categories 25
Self Service – External Links External websites – not yet integrated in Search Engine 26
Community Resources
Community Resources External websites – not yet integrated in Bt. Bb Search Engine 28
Community Resources Click on Community Resources to view descriptions of various programs 29
Case Management
Bb Support – Case Management Click on Create a case button for creating new case Easy to create a case Key customer documents regarding support process are oneclick away To view more cases or perform a search, click here 31
Case Creation • Case creation is a 3 -step process 1. 2. 3. 4. Create case by filling out essential case details (required) Add case attachments (optional) View/rate relevant articles (optional) Edit the case (optional) 32
Bb Support – Create a New Case Click on Create a case button for creating new case 33
Bb Support – Create a New Case Select the institution that you’d like create a case for Customer may change these selections if the build for this case is different from what Bb has on file. If customer changes the Version/Source Build, a pop up window will appear giving them the option to update their Environment with this information (for non-hosted environments only). Environments for the selected Account appear as selections here Issue Topic, Functional Area, and Category are nested drop-downs based on the Environment selected that guide the customer into selecting an appropriate category for this case. Blackboard Support will be using Category for Root Cause Analysis, Knowledge Base gap analysis and Case Routing. 34
Bb Support – Add Attachments and View Relevant Articles Add relevant case attachments if needed Click on the Case Number to be taken to the Manage Your Case Page Click on any article to review the content of the article 35
Bb Support – View Relevant Articles Customers can rate articles to help the system identify which content is helpful for helping resolve cases. Clicking on “Problem Solved” closes the case. 36
Bb Support – View/Manage Case Click on a Case to navigate to its Manage Your Case page Case status and next actions are clearly listed at the top of the Manage Your Case page Expandable categories Expandable/ collapsible menu 37
Bb Support – View/Manage Case Click on a Case to navigate to its Manage Your Case page Collapsed menu Customer can do one of 3 things once the case has been submitted This page defaults to a collapsed “Case Details” section, and a list of all case activity. As communication is added to the case, those actions will be recorded here. 38
Bb Support – Add Comments Adding comments is a 3 -step process 1 Ability to add attachments to the case here (optional). 2 2 3 39
Bb Support – View Relevant Articles 1 Articles that may be relevant to you case are shown by clicking on “Relevant Articles” 2 40
Bb Support – View Case Activity History Recent communication and activity on the case is available in the activity history section. You can filter by the type of case activity or use the search field to look for a specific communication. 41
Bb Support – View Attachments that have been added by the customer or a Bb Support team member are also visible in this section 42
Bb Support – View Solutions The status of the case changes to “Solution Suggested” when the support technician suggests a solution to the case. Any presented solution will be displayed in the Activity Details section of the case. Youhave the ability to Accept or Decline the solution. 43
Bb Support – Close Case 1 2 3 44
Bb Support – Survey (Optional) Survey page will open after clicking on the “Submit” button to close the case. The Satisfaction Survey is not required. 45
Bb Support – Re-Open Cases that have been closed can be re-opened for up to 3 months after they have been closed by clicking on the “Reopen” button. 46
Bb Support – Search Cases Click on “Search and View All Cases” to search all cases logged 47
Bb Support – Search Cases Export this case data in Excel or PDF format Click on Column Header to select the field for sorting Ability to select which data is shown per case in the results table below Enter search terms 48
What’s Next?
Future Plans • We’re going to treat Behind the Blackboard just like a product • • Ongoing maintenance Ongoing development • Eventually all Blackboard administrators will use the same system • • Today Blackboard Learn™, Blackboard Mobile™, and Xythos Coming soon: Blackboard Analytics™, Blackboard Transact™, and Blackboard Collaborate™ 50
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